RETURNS, EXCHANGE AND REFUND
Right of return
In accordance with the legislation in force in the European Union, our customers have the right to cancel a purchase in our online store, except in custom products or by order to supplier. To exercise your right of free resolution you must inform us within 14 days, after receiving the products, to the email address firstname.lastname@example.org. From the date you informed us of your intention, you have a period of 7 days to return the products to us, with the respective costs associated at your charge. The packaging must be returned complete, as it has been delivered and accompanied by all the documentation received, namely the document proving the receipt of the products and indication of the reason for the return; Packaging, Products and Documents should be sent to the following address:
YESols - Sociedade Unipessoal Lda - Rua da Carvalha nº570 - 2400-441 Leiria
Failure to pay the order within 10 (ten) days after the date it was made, implies its automatic cancellation.
Within the scope of its Customer Satisfaction Policy, and in accordance with applicable legal terms, YESols makes it possible to exchange or return (contract resolution) of articles, within 14 days from the date of receipt by the Customer.
In case the product to be returned has an offer, it must also be returned in perfect condition and in its original packaging intact, if this is not the case YESols will discount the value of the product to the amount to be returned to the customer.
How to change / return an article?
We suggest that you do the following:
- Customer enters "your account"
- Click on "Contact Us", Subject: "Customer Service"; Enter "Order Specific Reference" + "specific product".
- Then enter in the Message: Reason for return field and click Submit. You should indicate whether you want the exchange, creation of a voucher in the value of the order or refund of the value of the order.
- You can attach Product Photos in "Attach File".
- You can follow the State of your Complaint in: "My Goods Returns"
- Upon receipt of the order and evaluation by our customer support team, a confirmation email will be sent.
- The products must be returned new, unused, altered or washed and must contain all the original labels.
Once the order reaches YESols, and if it complies with the return conditions, the refund will be made by bank transfer or paypal within a maximum of 30 business days. It is essential that you provide us with the bank identification number (NIB) of a bank in Portuguese national territory to effect the reversal.
Once the chargeback has been made you will be notified by email to the address you left us in your account. Please note that we are not responsible for chargebacks to wrong bank identification numbers, or accounts that you no longer have access to.
- Product Information:
YESols Lda will do everything possible so that the information presented does not contain any type of error and will be quickly corrected whenever they occur. When making a purchase, if any product is not available after you have placed the order, you will be notified by e-mail or sms. At this point you will be able to cancel the order with the corresponding refund (if you have already made the payment) or to exchange the product with another one that is in stock. All information on prices, products, specifications, promotional actions and services may be changed at any time by YESols Lda.
- Cancellation of Orders:
At the request of the customer, the same can cancel your order by requesting it to YESols Lda through the telephone number or email, which will be accepted as long as it has not yet been processed. After processing, YESols Lda will try to deliver the same, but the client has the option of not accepting it. For cancellation purposes, the customer must indicate to YESols Lda the order number and the NIF with which he placed the order as well as the delivery address.
By the decision of YESols: YESols lda reserves the right to cancel any order if it is not paid within 10 days after the client finishes it, or not to process orders, when verifying some inconsistency in the personal data presented or observing misconduct on the part of the buyer. YESols Lda also reserves the right not to process any order or refund, in case of errors in the values and / or characteristics of the products, when these result from technical problems or errors other than YESols lda.
In the event of a dispute, the consumer may use an Alternative Dispute Resolution Body:
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo